Service Provider Notifications
This article explains the different emails sent from COS Business Engine to Service Providers. For each operation, it describes which email is triggered, when it is sent, and what information it contains, helping you understand the purpose and contents of each notification.
Applies to:
Service Provider
Solution Overview
The notification email generally includes the same key details about the order, customer, VLAN, and service version.
If no information related to the customer or object has changed, these sections will remain the same across emails.
The main difference is the “Operation” field — this indicates the specific action or event that triggered the email.
- Depending on the provisioning systems in use, the VLANandIP section may contain different types of information — or it may be empty.
- There can also be multiple “OrderMetaData” entries. Each metadata item appears under “OrderMetaData” with its own name, for example:
RequestedInfo1: customerinput
Service Provider email templates (RPC emails) cannot be edited. The content of these templates is managed by COS, and only COS has permission to make changes. If you would like to request an edit or adjustment, please contact COS Support (support@cossystems.com).
Operations
Below will a number of operations be listed and an explanation of them.
New order - This email is sent to the service provider if the service has the parameter: "Approve new order” set to “Yes” and if the order should not be activated the same day.
Operation: New order
Activated Order - Order is activated. Sent when the order is activated
Operation: Activated
Cancelled Order Due to New Provider - This email is triggered when an order with a future “active from” date is placed on an object with a different service provider.
It notifies the current service provider that the existing order has been canceled effective from the future date.
Operation: Awaiting Cancellation
Cancellation Aborted - This email is sent when an order which is canceled but not yet terminated/ended (in status Awaiting cancellation) has the cancellation aborted.
Operation: Cancellation aborted
Order Paused
Pausing an order can be used to temporarily inactive an order. It is only possible to pause an order that is provisioned (i.e. an order with an Internet service). This can be used when a customer moves by pausing the order (on the first object) and the customer can activate the order in the new object the customer moves to.
An order can also be paused if a customer places an new order containing one untagged VLAN (typically Internet service) on an object where there already exists an active order with an untagged VLAN. If pausing is possible/allowed the first/previous order will be paused under a time period before it is automatically canceled.
Operation: Paused
Terminated Order - This email will be sent when the order is terminated.
Operation: Terminated
Updated Customer - If a customer has updated its data (i.e. new phone number) and has an active order, an email will be sent to the service provider with updated customer information.
Operation: Customer update
From Date Changed - When an order is created with a future From date and if the From date is changed before the order is activated, this mail will be sent.
Operation: Order FromDate Changed
New Disruption - When the Network Owner/Operator publishes a disruption notification the Network Owner can choose to notify service providers about the disruption, in that case service providers will receive the mail described below.
Email subject: Disruption
Order email structure
All order emails follow the same structure.
Below is an example of the mail. The italic text is the headers, the values are examples.
Email Subject:
All order emails subject describes which operation in COS generated the mail.
Examples: Activated, Awaiting Cancellation, Terminated
Email body:
Operation: ...
ErrorMessage:
Performer: (CommunicationOperator, Customer, ServiceProvider or System)
Order: https://admin.cossystems.com/EntityOrder/Show/Ord.... (link to order in COS)
OrderNumber: O00000064
ExternalOrderNumber:
OrderService: 100Mbit Residential Internet Order
OrderServiceVersion: 6
OrderFromDate: 2025-11-25
OrderToDate:
OrderInactivatedDate:
OrderPromotion:
OrderPromotionValidUntil:
OrderOrigin: Customer
OrderAddons:
OrderMetaData:
ObjectMove:
ObjectNumber: OBJ00000001
ObjectAddress: 123 Main Street
ObjectPostalCode: 33401
ObjectProvince: West Palm Beach
ObjectApartmentNumber: 123
ObjectTechnicalArea: 1
ObjectCity: Testcity
ObjectCityArea: Central
ObjectGroupName: Default
ObjectStatus: Deliverable
CustomerType: Residential
CustomerNumber: C0000002
CustomerCompanyName:
CustomerFirstname: Bill
CustomerLastname: Thompson
CustomerSSN:
CustomerPhone: 555-1234
CustomerMobile:
CustomerEmail: bill.thompson@cossystems.com
CustomerAddress: 123 Main Street
CustomerPostalCode: 33401
CustomerProvince: 12345
CustomerCity: West Palm Beach
CustomerCOAddress:
CustomerLanguage: English
InvoicePersonName:
InvoiceAddress:
InvoicePostalcode:
InvoiceCity:
CustomerMetadata:
VLANandIP:
Related Article
Email Templates for Service Provider